“Conflict Resolution”creditcongress.nacm.org/pdfs/Handouts/27025-Conflict...Having the ability...

D G d kkk

“Conflict Resolution” Breaking down communication silos

D G d kkk

“Conflict Resolution” Breaking down communication silos

Rick Hernandez Principal

Syntesis Global, LLC (800) 829-7218

rickh@syntesisglobal.com

Specialized Management Consulting firm Global expertise working with top Fortune 50/100/500

organizations within the public and private sectors Executive Coaching, Leadership & Team Development,

Change/Integration (M/A), Performance Management, Outplacement (Career Transition)

Industries served: Aerospace, Energy, Technology, Utilities, R&D, Pharma/BioTech, Manufacturing, Financial, Healthcare Seasoned consultants with international expertise Hundreds of participants served annually

Syntesis Global™ LLC

Self-Awareness Perspective Credibility

ROI + ROT

Assumptions People are creative and eager to learn new & empowering things

People want to make a difference and feel a sense of accomplishment

Connections and a “Sense of Purpose” make People “Feel Good” about themselves

“Think Around the Corner ”

COMFORT

Thought for the day…

There are more things in heaven and earth, Horatio, Than are dreamt of in your philosophy.

- Hamlet (1.5.167-8), Hamlet to Horatio

Personal Calibration

What would you like to learn and take away from today’s session?

“Inspiring Personal Excellence Beyond the Pace of Change”

Future Direction

The Impact of Change Quarterly reporting

Threat of terrorism

Globalization

Integration

Bail-Outs

Corporate Governance

Credit Debt

Leadership

Wall Street Analysts

Financial Controls

Pressure on short term performance

Compliance

Pace of Change

Stockholder Equity

Corporate Scandals

Middle East

Innovation

Technology & Science

Gov’t Intervention & Controls Gov’t Grants

M&A Activity

GlobalPolitics

Profitability

Trade Agreements Taxation

National Security

Growth

Quality

Union Negotiations

Automation

Competition

Healthcare

FUNDING

Foreign Debt

Covenants

FOREIGN EXCHANGE

Regulations

Cash Optimization

Policies

Risk Management

EPA OSHA

City Ordinances

Brexit Investor Activism

Dividends SERVICE

Bio Fuels

Automation

Renewable Energy

Treasury Yields

Interest Rates

Fiscal Responsibility

Antitrust

What are the Implications of effective Conflict

Resolution specific to the following?

During Change/Growth Selling Ideas / Dissention Fiscal Alignment Communication Effectiveness

Requires letting go of the old

Requires information to generate new

directions and options

Requires taking action - Internal Process of Change,

By William Bridges

Uncertainty

Psycho-Emotional Process of Change

New Aspects of Influence: Conscious Leadership®

PRECISION Thought Leadership

RESILIENCE Results Leadership

Business Drivers

Financial Controls & Reporting

Accountability

(Metrics)

Closing the Gaps (Ambiguity)

Follow-up

Process Integrity

Re-Calibration

Principles of “Conscious Leadership”®

Self-Awareness

Change Optimization

Cultural Best Practices

Int’l Growth Objecitves

Leadership Vision

Trust – Positive Intent

Your Business Story

”Being on Purpose”™ (The ”Why?”)

AGILITY People Leadership

Build & Sustain Teams

Quality & Service Imperative

Nuance ”Buy-In”

Interpersonal Relationships

Cultural Diversity

Technology/Innovation

Adaptability

Your Brand: Networking

Respect

Listening

Inquiry vs. Advocacy

No Blame/ No Fault

Collaboration

Mentoring

No Zingers

Positive Intent

Confidentiality

Win-Win

Direct to Source

Truth & Information

Support

Integrity

Authenticity

Commitment

Roles & Responsibilities

Consistency

Accountability

Dependability

Credibility

Communication

Clarity

Solutions-Focused

”No Surprises Rule”

Honest Feedback

Inclusivity

Follow-Through & Closure

“Conscious Leadership” ® Values

“Winning Together”™ 15

Conflict Resolution… begins with a strategic dialogue that

serves the “Big Picture,” and business objectives when managing change, or

difference of opinion.

Conducting Difficult Conversations

Having the ability to successfully engage in difficult conversations with peers, employees, bosses and staff, is an important skill to successfully manage relationships and results. Particularly, when strategically managing growth, direction, approach, change or conflict.

Key Message

Disagreeing when the stakes are high Dealing with performance, rude or disrespectful behaviour Saying “No” Delivering difficult news

Types of Difficult Conversations

To determine if you need to have a difficult conversation ask yourself;

“What is at stake here?” Does it serve the “Big Picture?” Strategically - Does it improve the following: Relationships, quality Financials, business plan, reliability, cost-management, customer, operations, process, exposure, compliance/regulatory, growth goals?

What does it protect? Values? Integrity? Ethics?

What happens if you don’t have the conversation?

When Do We Need to Engage?

Avoidance Confrontation Compromise

Ineffective Ways to Manage Difficult Conversations

Five Steps:

1. Prepare to conduct a dialogue 2. Prepare and Deliver an ABC Message 3. Stop Talking and Start Listening 4. Remain Cool & Calm 5. Respond not Defend

Framework for Difficult Conversations

Assume Positive Intent What are the facts? What is the other person doing or saying that is causing a problem? What is the effect/result of their action/inaction on you or others?

Remember…your beliefs, assumptions and judgments about the situation are not facts!

1. Prepare to Dialogue Identify the “Real” Issue

What are you hoping to achieve in having this difficult conversation?

Is it doable? Is it within your control? Is it productive? Does it serve your business, process/systems and

operational objectives? Or, OPINION?

Prepare: Clarify Your Goal

Follow the Scout Motto: Be Prepared

Anticipate their reaction so you don’t get hooked

Know your back-up plan if you do not get cooperation or the conversation goes sour

Prepare: Plan Ahead

Accurate

Clear s

2. Prepare: Your ABC Message

Definition: Stick to the facts (What are the effects/Impact?)

Use “I” statements (I think, I feel, I believe) vs. “YOU.” Share the impact of their actions without assuming their

intentions (beliefs, assumptions & judgements are “not” facts)

Avoid “hot” and judgmental language

Accurate

Decide what is most important “in the present,” and leave it

at that- no dredging up ancient history

Avoid lengthy explanations

Less is more

Get straight to the heart of the matter

No hints or innuendo - give diplomacy a rest

Avoid blaming others

Avoid the feedback “sandwich” (The Sandwich Effect)

Deliver your ABC Message – Be Calm – Be Confident – Be Neutral

FACTS: This is about giving people the “straight goods” in a respectful and non-judgmental way – it serves the bigger picture. (Honesty, Integrity & Empathy)

Delivering Your ABC Message

Turn the conversation over to the other person and then... Embrace Silence

The moments following the delivery of your message are the most difficult. Be prepared for the discomfort.

Give the other person the space to respond

3. Stop Talking – Start Listening

Listening is more than not talking. It is about being neutral, curious and present

Listen with thoughtful attention to understand what the other person is thinking and feeling. What are their concerns?

Resist the temptation to…interrupt

Listen Up

Even if you don’t agree with what the other person is saying, you can acknowledge: Their perspective by conveying your understanding of what

you hear. Their feelings by showing empathy.

Acknowledgement is about Respect…“I hear you…”

Acknowledge the Other

Resolution: Communication, Collaboration & Performance

Business, Process/Systems and Cultural Alignment

Everyone wants to be heard and understood NOTE: The key to having them “hear” your message is having

the confidence to listen to them speak without interruption

Why Bother?

Be prepared for a strong emotional reaction or “push back” YOUR RESPONSE: “I hear you…”

Give them the space to have their reaction Have your plan to stay calm, cool and confident

Remember it is not personal

4. Stay Cool

Pause before responding (Breathe…)

Resist the temptation to respond in kind, back down, or become defensive (Do not get sucked in / No Ego)

What are you asking for?

Be Calm. Be Concise. Be Confident.

5. Respond – Not Defend

Re-state your message (agree to disagree)

Clarify misinformation/misunderstandings

Reiterate expectations, boundaries and accountability

Resolution: Clarify what you have agreed to (Goals, steps,

commitments, follow-up, metrics (agreements & commitments)

Mentor: Coach and turn it into a learning experience

Be Calm. Be Concise. Be Confident.

Wrap It Up…

Deal with issues as they arise

Prepare for all of your difficult conversations If someone comes to you - listen, question, acknowledge

and take time to plan…

Going Forward…

Stepping into Your New Future

Conclusion Resolution is a Choice (decision) Self-Awareness (know your audience) Business Excellence is a Journey (growth) You are accountable to what you know Principles to Remember:

Create Positive Momentum (words matter) Be Excited – Don’t MSU “Believing is Seeing” (trust) Breathe…

Alignment

Sustainability:

Resilience (Momentum & Metrics)

Performance:

Agility (Positive Adaptability)

Power of Vision:

Precision (Positive Intent)

“Conscious Leadership”

“Winning Together”®

Prepare to Conduct a Difficult Conversation

Positive Intent (Respect, Integrity, Trust)

Define Impact (Business, Systems, People)

Neutral Language (Opportunity)

Prepare an ABC Message

Clarity (Business & Operational Impact)

Expectations (Audience)

Accountability (Clear Direction)

Stay Focused

Facts (Impact / Process / Deficit)

Understanding (Listen & Learn)

Empowerment (Collaboration & Support)

Time-Line (Integrity & Positive Intent)

Metric (Agreements & Commitments)

Ownership (“No Surprises Rule”)

Framework for Difficult Conversations

“Conflict Resolution”creditcongress.nacm.org/pdfs/Handouts/27025-Conflict...Having the ability...

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